This statement describes how Nomli (operated by AALA Solutions) supports the Service and works to keep it available. It is provided in good faith as a description of our current practice. It is not a guaranteed service level: Nomli does not commit to a specific uptime percentage or to service credits at this stage.
Scope
This statement applies to the hosted Service (the ordering storefronts, APIs, and the kitchen display). It sits alongside the Terms of Service as guidance and does not, by itself, create a binding availability or support obligation.
Support
Support is available by email and WhatsApp during business hours in the Customer's region. We aim to respond quickly and to prioritise anything that stops a restaurant taking orders. We provide support on a commercially reasonable-efforts basis and do not commit to a fixed response time.
Availability
We work to keep the Service available and monitor it continuously. The native desktop point-of-sale keeps taking orders while offline and syncs when connectivity returns, so counter service continues through network interruptions. We do not, at this stage, guarantee a specific level of availability or offer service credits for downtime.
Maintenance
We schedule maintenance outside typical service hours for the affected region where practicable, and give advance notice by email or in-product notice where we reasonably can. Occasionally, urgent maintenance or a fix may need to happen at short notice.
Future service levels
As the platform grows, formal service-level commitments (guaranteed uptime targets and service credits) may be offered to larger customers under an Order Form. Until such a commitment is agreed in writing, support and availability are provided on the reasonable-efforts basis described above.
Contact
Questions about support or availability: hello@nomli.co.